Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Evernote is a company that has free options for taking notes. In the past they have reduced the number of notes for a free account, which is fine. However, most recently they have reduced the number of devices that can access Evernote to one, which is also fine. If a customer has more than one device synced they cannot access your notes. Also fine. However, what is not fine is that they only allow customers to unsync two devices each month unless they pay them a fee. So basically customers lose access to their notes for a month if they need to unsync more than two devices unless they pay Evernote money. This was not part of the original agreement. They are basically ransoming notes, which a customer may urgently need, unless the customer pays them money. I don't know what the the Better Business Bureau's rules are, so I can't say whether this is illegal. But it seems that luring people into giving something valuable to a company, without cost, and then later charging them to get the item back, would be illegal. For example, if I owned a storage company and I advertised that people could use it for free, but then said they had to pay to get the items back unless they waited a month, that would be illegal. Thank you.

  Business Response

  Date: 08/16/2024

  As of August 6, 2024, Evernote Free users are limited to one connected device at a time.
  If youre not interested in upgrading to a paid account, when you see the relevant popup message upon login, you can click on the green text Unsync a device and choose which devices to disconnect. This action can be done twice a month from the popup. Otherwise, you can also disconnect devices by opening Settings and navigating to the Devices tab. Once you do so, youll automatically be logged out of your Evernote account on all except your chosen device.
  Going forward, you can also switch devices an unlimited amount of times by simply logging out of Evernote on one device and logging back in on another.
  If you cannot access any devices because "unsync limit has been reached", kindly be informed that you'll be auto-logged out from the second device after 10 minutes in order for you to keep accessing the first device.
  If youre having trouble removing your devices, feel free to create a support request, and a member of our customer support team will unsync your devices for you.

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/7/2024 I was charged $129.99. There was no notice beforehand that I was being charged. The company changed the application and it no longer works for me. I cancelled and there was no option for a refund. I think Im due a refund, since the application is not working anymore. Ive read the reviews and the company has changed for the worst, many others have had the same bad experience with Evernote.

  Business Response

  Date: 08/14/2024

  Hi there,
  
  Thanks for reaching out.
  
  Ive gone ahead and processed your refund of USD ****** as per your request. The funds will be available to you in accordance with the policies of your financial institution. It may take longer if your bank is located outside of ******************
  
  We canceled your Evernote subscription and your account will soon be downgraded to Evernote Free. No data will be lost in this process, and no further action is required on your part.
  
  If you need further assistance, please don't hesitate to get back in touch!
  
  Kind regards,

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Evernote has been overcharging me for the personal plan for the past year - at a rate of $80 per month, when their stated personal plan in the *** should be $15/month and their professional plan should be $18/month. Their billing and account management pages on their website and app have also been broken for the past year, preventing me from helping myself in this situation. I have reached out several time through their online support and have only received canned responses to go to the account management page, which is broken. I have followed their forums and tried different browsers and devices, but none of them work. I am requesting a refund and for my billing going forward to be corrected.

  Business Response

  Date: 08/13/2024

  Hello ******,
  
  Thanks for reaching out! Im sorry to hear about this and will be happy to help out.
  
  Our team is already investigating the situation you reported. Could you please send us the following information:
  The receipt that details your Evernote subscription purchase. You should be able to find it in your email.
  Confirmation since then, you have been charged $79 monthly. And how many payments have been charged until now?
  The payment method you used (e.g. Credit card, ******* iTunes, ****** Play). If it's a credit card, please send us the last 4 digits, amount, payment date and the full name on the card.
  
  Looking forward to your reply,
  
  Evernote Support Team

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22127352
  
  I am rejecting this response because it does not reflect a resolution to the problem with my account and the charges. I have been contacted by Evernote support and provided the additional materials requested, and have been informed that I have been charged for a business account that has not been in use for more than 3 years. The charges do not reconcile with my current individual personal account and the ongoing charges ($80/month for what should be $11 or 15/month) to my credit card have not been corrected at this time. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Evernote customer. I've paid for the service and now they will not give me access to my data unless I pay for a service I don't want or need. I am unable to contact them. They are holding my data hostage

  Business Response

  Date: 08/13/2024

  Hello *******,
  
  Thanks for reaching out!

  We apologize for the issue that occurred. If you paid for the Evernote subscription but are unable to bypass the pop-up notification, you might have logged into the wrong Evernote account. We would like to investigate this further and help you access your Evernote account.

  Please submit a request to the Evernote support team by following these steps:
  Click on this link: *************************************************************
  Click on the option below for users that cannot sign in: "Can't login? Click here" then you will be redirected to submit your issue.
  You will immediately receive our reply to your email inbox. If, after our initial reply, you still have questions, please respond to us again.
  
  We remain at your disposal.
  
  Kind regards,

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Evernote charged our credit card without our knowledge and authorization. I have emailed several times to resolve and submitted support tickets but no one will call us back. We have cancelled the account but ******************** refuses to give us a refund. We are seeking a refund of $138.57.

  Business Response

  Date: 08/12/2024

  Hello ****,
   
  We've received your request #******** via the Better Business Bureau.
   
  Please note that we haven't received any refund requests from you.
  We found two customer support tickets submitted on April 2, 2024, where you simply requested phone support. We don't provide customer support via phone. Both tickets received the reply dedicated to business users, as both requests were submitted using the form dedicated to Teams accounts.
   
  For individual accounts and subscriptions such as yours, we have a dedicated contact form option where you could have selected your refund request, and it would have been processed promptly.
   
  Even if your refund request comes too late now, according to our Refund Policy, we are making a one time exception for you.
  
  We just processed your refund. The funds will be available to you in accordance with the policies of your financial institution. It may take longer if your bank is located outside of ******************
  
  Your **********************************;account will soon be downgraded to Evernote Free. No data will be lost in this process, and no further action is required on your part.
  
  If you need further assistance, please don't hesitate to get back in touch.
  
  Kind regards,

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a seven day trial for Evernote last week.Two days later they charged me $129.99 through Apple. It says it is for an annual subscription.I tried to get a refund through Apple, but it said it was rejected.I tried to get a refund through Evernote. It said if you signed up through Apple, go to them.I it canceled and get a refund.

  Business Response

  Date: 07/31/2024

  Hi *****,
   
  Thanks for reaching out!
   
  Since your Evernote subscription is managed by Apple, we confirm that cancellation and refund requests must go through Apple directly. We're sorry for any inconvenience this may cause you!
   
  Please submit a refund request through Apple once again. You'll need to follow these steps:
  Access this webpage: *********************************
  Sign in with the Apple ID you used to make the purchase
  Tap Id like to > Choose Request a refund
  Choose the reason why you want a refund > Next
  Choose the purchased item > Submit. 

  If you need help with anything else, don't hesitate to let us know!
   
  Kind regards,

• Initial Complaint

  Date:07/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE: RE: Evernote Ticket# ******* - FW: Ticket# ******* - Getting Evernote onto new phone.ATTACHMENTS: Charge card transaction for subscription to Evernote Personal My Evernote billing account showing Free rather than Paid Personal Email correspondence between myself and Evernote I had the free version of Evernote for some years. I was never able to confirm that my notes were being backed up to Evernotes servers in the Cloud. I signed up for the Personal Version thinking that if I had a paid subscription there might be better Tech Support. The charge for the Personal Subscription was posted to my credit card on June 17,2024.Recently I have acquired a new phone and would like to move my Evernote notes over to my new phone. I have attempted to contact Evernote Support on many occasions (emails attached). The few times they got back to me, they provided faulty information that did not work. When I informed them that I had a paid subscription, they asked me to sign in and verify??? What? They couldnt look it up on their computer? So I looked it up and found that my status was Free and not Personal. I emailed back to them with a copy of the credit card charge and a copy of my Evernote billing account on June 17, 2024. There has been no response.I would prefer to have my notes of many years copied/moved over to my new phone with a confirmation that my notes are being backed up to Evernote servers and would be available to me in the event that there was a problem in the future. Evernote has not responded.It seems that Evernote simply does not assist its customers and there is no viable Technical Support. If Evernote will not or cannot get my data on my new phone, then I will require a full refund in the amount of $55.64.************************* RE: Ticket# ******* - FW: Ticket# ******* - Getting Evernote onto new phone.

  Business Response

  Date: 07/30/2024

  Hello ******,
  
  Thanks for reaching out!
  
  Upon checking our records, it appears an error occurred that prevented the notification for this charge from reaching our system and updating your account. I sincerely apologize for the delay in the upgrade of your service! 
  
  To reactivate your subscription, please follow these steps: 
  Cancel ?your? subscription ?via ******* Play ?using? these ?steps
  Visit this page > Insert the gift code 7HYWJ-D4M4Q-778B8-X7VE3 > Click Activate Code
  
  To resubscribe to Evernote in the future, we strongly recommend purchasing a subscription directly via our website. 
  
  To access your notes on your new phone, please make sure you are logged into your primary Evernote account associated with this email address ******************
  
  Should you have any further questions, we'll be happy to assist. 
  
  Kind regards,
  

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22061514
  
  I am rejecting this response because: THE COMPANY'S RESONSE IS INVALID.

  This is the business' response:

  "To reactivate your subscription, please follow these steps: 
  

  Cancel ?your? subscription ?via ******* Play ?using? these ?steps
  Visit this page > Insert the gift code 7HYWJ-D4M4Q-778B8-X7VE3 > Click Activate Code"

  This is gibberish! Visit what page? I went back to ****** Play, uninstalled Evernote and reinstalled it. At no time was I presented with an option to enter gift code to activate. 

  When I signed in to Evernote, my subscription still says "Free".

  I need a complete walk through on how to activate my subscription. Evernote's instructions are inaccurate.

  I need help. How about having an Evernote rep call me at ************.

  *************************

   

   

  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22061514
  
  I am rejecting this response because:

   

   am rejecting this response because: THE COMPANY'S RESONSE IS INVALID.

  This is the business' response:

  "To reactivate your subscription, please follow these steps: 
  

  Cancel ?your? subscription ?via ******* Play ?using? these ?steps
  Visit this page > Insert the gift code 7HYWJ-D4M4Q-778B8-X7VE3 > Click Activate Code"

  This is gibberish! Visit what page? I went back to ****** Play, uninstalled Evernote and reinstalled it. At no time was I presented with an option to enter gift code to activate. 

  When I signed in to Evernote, my subscription still says "Free".

  I need a complete walk through on how to activate my subscription. Evernote's instructions are inaccurate.

  I need help. How about having an Evernote rep call me at ************.

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/12/2024

  Hello ******,
  
  We apologize that you experience an issue accessing our provided links.
  
  To reactivate your subscription, please follow these steps:
  
  Visit this page (**********************************************) > Insert the gift code 7HYWJ-R6BND-368RY-C4YZ2 > Click Activate Code
  
  Please let us know if you were able to insert the gift code on the Redeem code (**********************************************) page.
  
  Looking forward to hearing back from you.
  
  Kind regards,

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22061514
  
  I am rejecting this response because:
  

  Evernote company response is rejected.
  These people at Evernote are utterly incompetent. Have you read through their responses? They are the epitome of absurdity. I told them that I was able to reactivate my account. I told them that there were no notes in the account. I told them that I should be able to download from their servers IF THE INFORMATION HAD EVER BEEN SAVED. Clearly Evernote never saved my data to their servers as was supposed to have been done. This is a supposedly integral part of their program.

  
  I dont know if they are attempting to use AI exclusively for support. If so, I can tell you that it will not work in this case. I am a retired *** Computer Professional who worked in ************* over a three decade period. I have an IQ in the 140s. Do you see the processes and procedures they would have their customers perform. Ridiculous. I can tell you that this company cannot survive without HUMAN INTERVENTION. They refuse to acknowledge.

  
  My notes are only available on my old, broken ******* cell phone, as I have told them. I told Evernote that I was able to transfer some data to my new phone using ******* Smart Switch. If Evernote had any personnel with Systems Engineering understanding, they would be able to help me. The simple answer is that Evernote does not have knowledgeable personnel and do not want to help.

  
  I have spoken with a number of other prior Evernote users who have had similar lack of support. The answer seems to be to abandon this inferior company and go to ********* One Note. Goodbye Evernote, you are doomed to extinction.
  
  *************************

• Initial Complaint

  Date:07/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Evernote charged me for service and I am unable to log in to my account! The complaint is that you have to log in before filing complaint with them or getting any help getting access to your account! They have no other means of contacting them! This only happened after increase in price and change of ownership!

  Business Response

  Date: 07/29/2024

  Hello *****,
  
  Thanks for reaching out!
  
  Users can access their accounts using the email address associated with their Evernote account and their password. If you have lost your Evernote password, you can restore it at any time by selecting the "Forgot my password" option during the login process.
  
  Additionally, the Evernote support team can be contacted even if you don't have access to your Evernote account. Simply select the guest option in case you have lost access.
  
  Please note that we have issued a refund of USD ******. The funds will be available to you in accordance with the policies of your financial institution. It may take longer if your bank is located outside of ******************
  
  Your account will soon be downgraded to Evernote Free. No data will be lost in this process, and no further action is required on your part.
  
  Should you have any other questions or concerns, we are happy to help!
  
  Kind regards,
  Evernote Customer Support

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Evernote has cut me off from my account, alleging my password is weak. It so happens that the e mail address linked to that account belongs to a site that does not exist anymore (globo.com), so that, when I fill in the password, they send the verification code to this nonexistent site, which I cannot access. This makes the two step verification process impossible. I need to change my e mail, but the Evernote Support does not offer any means to do this. They just keep sending me this standard AI generated answer. I need an alternative means to contact them (phone number?) so that I can prove my identity and thereby correct my e mail address.

  Business Response

  Date: 05/23/2024

  Hi there,
  
  
  Thank you for reaching out to Evernote customer support. 

  
  Upon checking our records, we learned that your issue has been already sorted with the support ticket #*******.
  
  
  Please feel free to contact us if you have any additional questions or concerns by replying to the ticket in Evernote.
  
  
  Have a wonderful day!
  
  
  Kind regards,
  

  
  

• Initial Complaint

  Date:05/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an evernote subscription. Evernote stores data. My subscription is current. Unfortunately, with the most recent update, my data is no longer accessible. I have tried to contact evernote support, but only receive canned responses.

  Business Response

  Date: 05/08/2024

  Hello *******,
   
  We've received your request #******** via the Better Business Bureau.
   
  Based on your description, you might have logged in using an email address that is not related to your primary Evernote account.
   
  Please follow this approach that *** lead you to find your actual Evernote account:
  

  - If you remember your Evernote username, try accessing your account using it, as it will redirect you to your primary Evernote account, where all your content is stored.
  - Also, please consider all other email addresses you have and try to log in on the sign-in page using each of them.
  - If you have an Apple device, it's possible that you might have created an account on ******************** by logging in with Apple and enabling the Hide My Email. You can find your email by tapping on Settings (from mobile) or System Preferences (from PC) > iCloud > Hide My Email and selecting Evernote. Please copy that email address and try to use it as your Evernote login. The email should look like this: **************************** 
  

  IMPORTANT: If one of the emails was recognized but you received a message stating that the password is incorrect, please try submitting as many passwords as you remember or request a password reset link.
   
  If you have tried to log in using each of the emails you have, and all attempts have redirected you to a message stating that there is no such account, please get back to us and provide the following information:
   
  All email addresses you have and the outcome of trying to access your Evernote account linked to these emails.
  If you have or had a paid subscription in the past, please also provide the following:
  The receipt detailing your Evernote subscription purchase.
  The payment method you used (e.g., credit card, PayPal, iTunes, ****** Play). If it's a credit card, please send us the first 6 digits, amount, payment date, and full name on the card. 
  

  Thank you in advance for your cooperation!
   
  Kind regards,

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21656034
  
  I am rejecting this response because:

  This is totally an application issue.  The issue occurred with the latest update, which removed any remaining semblance of functionality from the app.

  Just to drive home how ignorant this reply is, there isn't even a place to click on Notes.  The option has completely vanished.  That should be present, regardless of the logon.
  

  Please come up with a reply that has at least some bearing on the issue.
  

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/14/2024

  Hello there,
   
  Thank you for reporting this bug. We understand it's impacting your Evernote experience, and we apologize for any inconvenience this may cause. Here's some information on what to expect next:
   
  Timing to fix the issue
   
  The lifetime of a bug fix can vary significantly depending on multiple factors, including its reproducibility, severity, and complexity, and finding a solution usually requires thorough analysis, testing, and monitoring. We'll investigate it thoroughly and get it resolved as quickly as possible.
   
  Updates on progress
   
  In order to maximize our team's impact and ensure we can properly assist as many Evernote customers as we can, we're not able to follow up on every individual bug report. Please consider this email to be a confirmation that we have received your report and are prioritizing the bug fix accordingly! Our team may reach out for additional information to help us diagnose the issue.
   
  In the meantime, the best way to stay up-to-date with our progress is by reading the release notes that accompany each new version of Evernote. They're always shown upon launch after an update, and can also be accessed via this webpage or your preferred app store.
   
  Troubleshooting
   
  We invite you to follow these troubleshooting steps and make sure to keep your Evernote apps updated to avoid missing out on the release with a fix.
   
  We appreciate your patience and understandingplease don't hesitate to contact us with any other questions.
   
  Kind regards,
  Evernote Support Team

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21656034
  
  I am rejecting this response because:

  In other words, I'm expected to continue to pay, while they twiddle their thumbs and don't resolve the issues.  The release notes come up constantly.  This is a HUGE annoyance, and waste of my time.  Unless there are literally hundreds of release updates per day, this box pops up so constantly, I can't take the time to read it.  Actually, there is no excuse for this issue.  Meanwhile, I STILL CANNOT ACCESS MY DATA!  There is nothing more important.
  
  Sincerely,
  
  *****************************